CHAA STUDY GUIDE QUESTIONS WITH
CORRECT ANSWERS
Master Study Guide I - Correct Answer -
f f f f f f f f
Pre-Encounter - Correct Answer - f f f f f
1.ATTITUDE / BEHAVIOR - Correct Answer - Customer Service impressions are formed
f f f f f f f f f f f
by the staff's ATTITUDE (state of mind) and BEHAVIOR (action/reaction) towards them.
f f f f f f f f f f f f
2.CUSTOMERS - Correct Answer - _____________ may be any patient, family member, f f f f f f f f f f f
visitor, physician, other hospital personnel, third party payer, vendors, suppliers, etc.
f f f f f f f f f f f
3.DEPARTMENTS/EMPLOYEES/ORGANIZATION - Correct Answer - Internal f f f f f
customers are people in other____________, fellow ___________, management,
f f f f f f f f
information services, etc. within the _______________ who all work together in caring for
f f f f f f f f f f f f f
the patient.
f f
4.OUTSIDE - Correct Answer - External customers are those _________________ the
f f f f f f f f f f
organization who work with us in caring for the patient.
f f f f f f f f f f
5.COMPASSION - Correct Answer - Demonstrating ________________ is equally as f f f f f f f f f
important as assuring a clean and accurate claim is generated.
f f f f f f f f f f
6. - Correct Answer - Three Key Questions to handling customer issues:
f f f f f f f f f f f
a.PROBLEM - Correct Answer - What is the ___________? f f f f f f f f
b.CORRECT - Correct Answer - What has the customer attempted to do to ____________
f f f f f f f f f f f f f
the problem?
f f
c.OUTCOME - Correct Answer - What would the customer like to see as an ___________?
f f f f f f f f f f f f f f
7.UNIT/WRITING - Correct Answer - Every effort should be made to resolve the problem at f f f f f f f f f f f f f f
the __________level. If unable to do so, submit the issue in ____________to the Manager
f f f f f f f f f f f f f f
who will follow up with the patient.
f f f f f f f
8.PARTNERS - Correct Answer - Patient safety is enhanced when patients are
f f f f f f f f f f f
_____________ in the healthcare process as much as possible.
f f f f f f f f f
9.EDUCATING - Correct Answer - _______________ patients on their rights and f f f f f f f f f f
responsibilities enhances this partnership.
f f f f
,10.DECISIONS - Correct Answer - The PAS should recognize that each patient is an f f f f f f f f f f f f f
individual with unique healthcare needs, and be committed to assist them in exercising
f f f f f f f f f f f f f
their own healthcare __________________.
f f f f
11.LANGUAGE/12/POSTED - Correct Answer - State and Federal laws require us to f f f f f f f f f f f
provide the rights and responsibilities to patients upon admission in a _______________
f f f f f f f f f f f f
the can understand, in no smaller than _______ point font (unless otherwise required...this
f f f f f f f f f f f f f
is typed in 12 pt font). Patient's Rights will be ___________ in key locations throughout the
f f f f f f f f f f f f f f f f
facility as well.
f f f
12.COMPETENCE - Correct Answer - COMPASSION = _______________ f f f f f f f
13.COMMUNICATION/RECEIVED - Correct Answer - _____________________ is the f f f f f f f
process in which messages are transmitted. Effective communication isn't only talking; it
f f f f f f f f f f f f
also includes ENSURING YOUR MESSAGE HAS BEEN _______________.
f f f f f f f f
14.55/38/7 - Correct Answer - Communication is ________% Body Language, ____%
f f f f f f f f f f
Tone of Voice, and _____% the Words you use.
f f f f f f f f f
15.ENCODED - Correct Answer - Messages are _______________ through words, f f f f f f f f f
gestures, tone of voice, etc.
f f f f f
16.TRANSMITTED - Correct Answer - Messages are _______________ face to face, over f f f f f f f f f f f
the phone, letter, email, text, etc.
f f f f f f
17.DECODED - Correct Answer - Messages are ________________ by the person who f f f f f f f f f f f
receives it when they try to figure out what it means.
f f f f f f f f f f f
18.FEEDBACK - Correct Answer - When communicating, you must OBTAIN f f f f f f f f f
_____________to clarify the message was received accurately.
f f f f f f f
19.MEDICAL JARGON - Correct Answer - Fancy medical words that the patient may not f f f f f f f f f f f f f
know are referred to as _________________ _____________. Avoid using this at all
f f f f f f f f f f f f
costs.
f
20.PARALANGUAGE - Correct Answer - Tone, pitch, quality and range of speech that is f f f f f f f f f f f f f
affected by cultural and regional dialects and accents is known as
f f f f f f f f f f f
______________________.
f
21.NONVERBAL - Correct Answer - Reading ____________________ communication f f f f f f f
cues from patients will often tell you if they are nervous, defensive, angry, etc.
f f f f f f f f f f f f f f
22.HEAR /EMPATHIZE/APOLOGIZE/TAKE RESPONSIBILITY - Correct Answer - Apply
f f f f f f f
HEAT to situations involving angry patients. H- ______________________; E-
f f f f f f f f f
_______________; A- _____________________; T-__________________.
f f f f
, 23.OPEN - Correct Answer - Ask ____________ ended questions that begin with who,
f f f f f f f f f f f f
what, when, where, why.
f f f f
24.DIFFUSE - Correct Answer - Your role in dealing with angry patients is to
f f f f f f f f f f f f f
________________ the situation by acting with patience, tact, and diplomacy.
f f f f f f f f f f
25.BELITTLE - Correct Answer - Never _______________ or make light of their problem.
f f f f f f f f f f f f
26. - Correct Answer - Three things registration staff should be able to do is:
f f f f f f f f f f f f f f
a.REGISTRATION/INSURANCE - Correct Answer - Ask the right questions to complete f f f f f f f f f f
______________ and verify ______________.
f f f f
b.BILLING - Correct Answer - Answer patient's questions relating to registration and
f f f f f f f f f f f
____________.
f
c.ACCURACY - Correct Answer - Complete registration with a high level of
f f f f f f f f f f f
_____________.
f
27.FLOW/MINIMIZE - Correct Answer - Scheduling is necessary to maximize patient f f f f f f f f f f
_________________ and __________________ wait time.
f f f f f
28.DOCUMENTED - Correct Answer - If it is not ____________________, it did not occur. f f f f f f f f f f f f f
29.DOB/ADDRESS/PHONE #/ALTERNATE MAILING ADDRESS/ALTERNATE f f f
CONTACT INF/EMPLOYMENT STATUS/EMPLOYER INFO/RELIGIOUS
f f f f
PREFERENCE/ADVANCED DIRECTIVE INFO/NEXT OF KIN INFO/INSURANCE
f f f f f f
INFO/SERVICE TYPE/SERVICE LOCATION - Correct Answer - Name 5 data elements
f f f f f f f f f f f
that may be required in the registration system: _______________, ________________,
f f f f f f f f f f
___________________, _______________, ________________.
f f f
30.FIRST - Correct Answer - Patient Medical Record Number is assigned on their
f f f f f f f f f f f f
______________ visit.
f f
31.TEN - Correct Answer - Medical records must be maintained for a minimum of _______
f f f f f f f f f f f f f f
years.
f
32.ANYTIME - Correct Answer - Patients can request copies of medical records
f f f f f f f f f f f
______________.
f
33.PAYMENT/OUT-OF-POCKET/FUNDING - Correct Answer - Financial Clearance is f f f f f f f
also known as "financial pre-determination" and is where the provider identifies
f f f f f f f f f f f
______________ sources to assist the patient in determining their expected
f f f f f f f f f f
_____________________ costs, reimbursement, and alternative _____________
f f f f f f
sources.
f
CORRECT ANSWERS
Master Study Guide I - Correct Answer -
f f f f f f f f
Pre-Encounter - Correct Answer - f f f f f
1.ATTITUDE / BEHAVIOR - Correct Answer - Customer Service impressions are formed
f f f f f f f f f f f
by the staff's ATTITUDE (state of mind) and BEHAVIOR (action/reaction) towards them.
f f f f f f f f f f f f
2.CUSTOMERS - Correct Answer - _____________ may be any patient, family member, f f f f f f f f f f f
visitor, physician, other hospital personnel, third party payer, vendors, suppliers, etc.
f f f f f f f f f f f
3.DEPARTMENTS/EMPLOYEES/ORGANIZATION - Correct Answer - Internal f f f f f
customers are people in other____________, fellow ___________, management,
f f f f f f f f
information services, etc. within the _______________ who all work together in caring for
f f f f f f f f f f f f f
the patient.
f f
4.OUTSIDE - Correct Answer - External customers are those _________________ the
f f f f f f f f f f
organization who work with us in caring for the patient.
f f f f f f f f f f
5.COMPASSION - Correct Answer - Demonstrating ________________ is equally as f f f f f f f f f
important as assuring a clean and accurate claim is generated.
f f f f f f f f f f
6. - Correct Answer - Three Key Questions to handling customer issues:
f f f f f f f f f f f
a.PROBLEM - Correct Answer - What is the ___________? f f f f f f f f
b.CORRECT - Correct Answer - What has the customer attempted to do to ____________
f f f f f f f f f f f f f
the problem?
f f
c.OUTCOME - Correct Answer - What would the customer like to see as an ___________?
f f f f f f f f f f f f f f
7.UNIT/WRITING - Correct Answer - Every effort should be made to resolve the problem at f f f f f f f f f f f f f f
the __________level. If unable to do so, submit the issue in ____________to the Manager
f f f f f f f f f f f f f f
who will follow up with the patient.
f f f f f f f
8.PARTNERS - Correct Answer - Patient safety is enhanced when patients are
f f f f f f f f f f f
_____________ in the healthcare process as much as possible.
f f f f f f f f f
9.EDUCATING - Correct Answer - _______________ patients on their rights and f f f f f f f f f f
responsibilities enhances this partnership.
f f f f
,10.DECISIONS - Correct Answer - The PAS should recognize that each patient is an f f f f f f f f f f f f f
individual with unique healthcare needs, and be committed to assist them in exercising
f f f f f f f f f f f f f
their own healthcare __________________.
f f f f
11.LANGUAGE/12/POSTED - Correct Answer - State and Federal laws require us to f f f f f f f f f f f
provide the rights and responsibilities to patients upon admission in a _______________
f f f f f f f f f f f f
the can understand, in no smaller than _______ point font (unless otherwise required...this
f f f f f f f f f f f f f
is typed in 12 pt font). Patient's Rights will be ___________ in key locations throughout the
f f f f f f f f f f f f f f f f
facility as well.
f f f
12.COMPETENCE - Correct Answer - COMPASSION = _______________ f f f f f f f
13.COMMUNICATION/RECEIVED - Correct Answer - _____________________ is the f f f f f f f
process in which messages are transmitted. Effective communication isn't only talking; it
f f f f f f f f f f f f
also includes ENSURING YOUR MESSAGE HAS BEEN _______________.
f f f f f f f f
14.55/38/7 - Correct Answer - Communication is ________% Body Language, ____%
f f f f f f f f f f
Tone of Voice, and _____% the Words you use.
f f f f f f f f f
15.ENCODED - Correct Answer - Messages are _______________ through words, f f f f f f f f f
gestures, tone of voice, etc.
f f f f f
16.TRANSMITTED - Correct Answer - Messages are _______________ face to face, over f f f f f f f f f f f
the phone, letter, email, text, etc.
f f f f f f
17.DECODED - Correct Answer - Messages are ________________ by the person who f f f f f f f f f f f
receives it when they try to figure out what it means.
f f f f f f f f f f f
18.FEEDBACK - Correct Answer - When communicating, you must OBTAIN f f f f f f f f f
_____________to clarify the message was received accurately.
f f f f f f f
19.MEDICAL JARGON - Correct Answer - Fancy medical words that the patient may not f f f f f f f f f f f f f
know are referred to as _________________ _____________. Avoid using this at all
f f f f f f f f f f f f
costs.
f
20.PARALANGUAGE - Correct Answer - Tone, pitch, quality and range of speech that is f f f f f f f f f f f f f
affected by cultural and regional dialects and accents is known as
f f f f f f f f f f f
______________________.
f
21.NONVERBAL - Correct Answer - Reading ____________________ communication f f f f f f f
cues from patients will often tell you if they are nervous, defensive, angry, etc.
f f f f f f f f f f f f f f
22.HEAR /EMPATHIZE/APOLOGIZE/TAKE RESPONSIBILITY - Correct Answer - Apply
f f f f f f f
HEAT to situations involving angry patients. H- ______________________; E-
f f f f f f f f f
_______________; A- _____________________; T-__________________.
f f f f
, 23.OPEN - Correct Answer - Ask ____________ ended questions that begin with who,
f f f f f f f f f f f f
what, when, where, why.
f f f f
24.DIFFUSE - Correct Answer - Your role in dealing with angry patients is to
f f f f f f f f f f f f f
________________ the situation by acting with patience, tact, and diplomacy.
f f f f f f f f f f
25.BELITTLE - Correct Answer - Never _______________ or make light of their problem.
f f f f f f f f f f f f
26. - Correct Answer - Three things registration staff should be able to do is:
f f f f f f f f f f f f f f
a.REGISTRATION/INSURANCE - Correct Answer - Ask the right questions to complete f f f f f f f f f f
______________ and verify ______________.
f f f f
b.BILLING - Correct Answer - Answer patient's questions relating to registration and
f f f f f f f f f f f
____________.
f
c.ACCURACY - Correct Answer - Complete registration with a high level of
f f f f f f f f f f f
_____________.
f
27.FLOW/MINIMIZE - Correct Answer - Scheduling is necessary to maximize patient f f f f f f f f f f
_________________ and __________________ wait time.
f f f f f
28.DOCUMENTED - Correct Answer - If it is not ____________________, it did not occur. f f f f f f f f f f f f f
29.DOB/ADDRESS/PHONE #/ALTERNATE MAILING ADDRESS/ALTERNATE f f f
CONTACT INF/EMPLOYMENT STATUS/EMPLOYER INFO/RELIGIOUS
f f f f
PREFERENCE/ADVANCED DIRECTIVE INFO/NEXT OF KIN INFO/INSURANCE
f f f f f f
INFO/SERVICE TYPE/SERVICE LOCATION - Correct Answer - Name 5 data elements
f f f f f f f f f f f
that may be required in the registration system: _______________, ________________,
f f f f f f f f f f
___________________, _______________, ________________.
f f f
30.FIRST - Correct Answer - Patient Medical Record Number is assigned on their
f f f f f f f f f f f f
______________ visit.
f f
31.TEN - Correct Answer - Medical records must be maintained for a minimum of _______
f f f f f f f f f f f f f f
years.
f
32.ANYTIME - Correct Answer - Patients can request copies of medical records
f f f f f f f f f f f
______________.
f
33.PAYMENT/OUT-OF-POCKET/FUNDING - Correct Answer - Financial Clearance is f f f f f f f
also known as "financial pre-determination" and is where the provider identifies
f f f f f f f f f f f
______________ sources to assist the patient in determining their expected
f f f f f f f f f f
_____________________ costs, reimbursement, and alternative _____________
f f f f f f
sources.
f
